Frequently Asked Questions (FAQs)

Still have questions? Call us at (02) 4367 4126 or email us at cs@scintera.com.au

PAYMENT QUESTIONS


What payment methods do you accept?

At Scintera, we accept all three major credit cards which include Visa, Mastercard and American Express. 

If you do not own a credit card and still wish to make a purchase with us, you can still do this via direct deposit or by sending us a cheque. 

To organize these special types of payment you will need to contact our orders department at cs@scintera.com.au or by calling us on +61 (02) 4367 4126. 

We will then instruct you on how you can go about making your purchase. 

We're here to help!

Can I receive a refund if I change my mind?

We have a 15 day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at cs@scintera.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Unfortunately, we cannot accept returns on sale items.

You can always contact us for any return question at cs@scintera.com.au.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

What currency to you accept?

At this point in time we only ship products to Australia and New Zealand. As such we only accept payment in $AUD (Australian Dollars). 

ORDERING AND DELIVERY


Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. 

It’s quick and easy to create an account. 

Just visit https://scintera.com.au/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. 

If you haven’t received your order confirmation within 24 hours, please get in touch at cs@scintera.com.au just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via cs@scintera.com.au, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

What countries do you ship to?

We currently only ship to Australia and New Zealand.

How much is shipping?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Please refer to the following:

Standard Postage - $12.75

Express Postage - $16.25

If your order value is more than $150, we provide free shipping within Australia.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

We can provide additional Shipment Tracking via Australia Post if you notify us in your Order Notes.

Is Purchasing Online At Scintera Safe?

If you have never purchased online you have nothing to fear. At Scintera it is our first priority to ensure the highest level of security during the payment process. On the payment page you will enter your credit card details and press the “Click To Purchase” button. Once you click this button your details are sent over a secure transmission line to ensure nobody is able to view your important details. At our payment page you will notice the website address starts with “http” and the extra “s” in the website address states that the payment page is a secure page.


Your credit card details are securely passed to a payment gateway who handle online transaction payments and this is all they do, so they do it well. As a business, Scintera does not store any credit card details in any way as we are aware this is not a safe process. The payment gateway will communicate with the bank to check to see if you have the required funds for the transaction. Visit our security page for more details about our online security and payment provider.

QUESTIONS ON RETURNS


How do I return an item?

Please contact our customer service team via cs@scintera.com.au

Providing the return is within the 15-day cancellation period and meets our return criteria, we will issue you with a return note by email. 

You need to print this off and attach it to the packaging of the product when returning it to us. 

You will need to arrange and pay for suitable packaging when returning an item.

My Product Has Arrive In A Damaged Condition

If you product appears to have been damaged due to a manufacturers fault or during transit then you need to contact our orders department at cs@scintera.com.au with all your details. Please take some photos with your camera or mobile device to send to us.

We need to correct this problem immediately, where we would like to send you out a replacement for the damaged product so you can use the product immediately.